Not upheld: claim decline - insufficient evidence and inconsistencies complaint against Tesco Underwriting Limited

Decision detail

Summary

Mr S claimed on his home insurance policy for a £11,200 luxury watch he alleged was stolen by a stranger at an event in July 2024, shortly after purchasing and adding it to the policy. Tesco declined the claim citing insufficient evidence and inconsistencies in Mr S's account, including discrepancies in purchase dates and amounts, conflicting location details, and delayed police reporting. The ombudsman upheld Tesco's decision, finding multiple inconsistencies in the evidence and considering it reasonable for Tesco to rely on police records showing the full report was only made over a week after the alleged loss. The ombudsman directed Tesco to return the watch box to Mr S as previously agreed.

The Ombudsman's reasoning

The ombudsman found that Tesco acted fairly in declining the claim based on multiple inconsistencies and lack of immediate reporting. The ombudsman identified discrepancies in the purchase date and amount, the location of the incident, and where Mr S was when he noticed the robber. The ombudsman found it reasonable for Tesco to rely on police information showing the full report was only made over a week after the alleged loss, and considered it fair for Tesco to view the claim made shortly after purchase as adding to verification concerns. While acknowledging Mr S's explanations, the ombudsman concluded there was sufficient information to support Tesco's decision.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website